Customer Service Rep

Job Description

Job Description

Company: Blue Mountain Networks

Industry: Telecommunications (Internet and Phone Provider)

Job Type: Full-Time

About Us: Blue Mountain Networks is seeking dedicated, caring individuals with diverse experiences, perspectives, and cultures to provide exceptional and efficient customer service. This position supports the Sales & Billing departments in customer service, to help drive activations across the variety of Blue Mountain Networks services, including internet and phone services. Blue Mountain Networks has built an internal call center to handle sales and billing inquiries and we are hiring full-time remote customer service representatives. The Customer Service team members work together to provide a concierge-level experience to BMN customers.

In this role, you will provide the highest level of customer service to our subscribers. The ability to anticipate customer needs and implement solid solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives and communicating accurate information. This job requires attention-to-detail and the ability to multi-task, specifically across multiple departments and software. Communication and a positive and professional attitude are extremely important in this customer-facing role.

When you join Blue Mountain Networks, you'll find numerous opportunities to stretch your talents, strive for new ideas and succeed professionally. Not only will you be working with a leader in the rural and independent broadband industry, but you will also work in a dynamic, team environment alongside other energized, talented individuals who inspire their teammates to push the envelope. Plus, you'll have all the resources and training needed to succeed.

Job Summary: As a Customer Service Representative at Blue Mountain Networks, you will be the first point of contact for our customers. You will play a key role in handling inquiries related to sales, billing, and general customer service. This role demands a balance of excellent communication skills and a deep understanding of our products and services. Attention-to-detail and ability to efficiently multitask will be necessary in this role.

Key Responsibilities:

- Respond to customer inquiries via phone, email, and live chat.

- Sell services to new and existing customers, upsell products and services wherever possible.

- Provide information about company services, take orders, and process cancellations.

- Manage and resolve customer complaints regarding billing issues. Strong understanding of debits and credits, as well as how to read a customer's transactions.

- Update customer information in the customer database during and after each call.

- Work with the management team to stay updated on knowledge of services and pricing/promotions and stay informed of any changes in company policies that affect customers.

- Process payments, apply fees and handle billing inquiries with accuracy and efficiency.

- Collaborate with the other customer service team members to resolve sales and billing issues faced by customers.

- Handles disconnects and reconnects of services of customers with late payments.
- Performs collection functions on delinquent accounts.
- Processes customer payments.
- Active listening and multi-tasking while on phone calls (the ability to listen to a customer on the phone and complete tasks on a computer at the same time)
- Handle telephone calls and emails efficiently and professionally.
- Exercises confidentiality in all areas of performance.
- Interfaces effectively with each level of the organization in a professional manner and has ability to interact with all levels of management.
- Anticipates problems and opportunities and provides options and resolutions.
- Develops solutions for customers with a sense of urgency, always striving for one-call resolution.
- Customer service skills and ability to adapt/respond to different types of characters.
- Meet personal and team sales targets and call handling quotas.

Qualifications:

- High school diploma or equivalent.

- At least 2 years of customer service experience.

- Bilingual preferred (Spanish-speaking)

- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

- Proven customer support experience or experience as a client service representative. Prior customer service experience and sales and billing experience is a plus.

- Strong phone contact handling skills

- Be dependable and reliable having the ability to work a flexible schedule that changes as the business changes, which may include nights, weekends, and holidays.

- Familiarity with CRM systems and practices. Strong computer skills, ability to type quickly and accurately, navigating multiple screens.

- Familiarity with the broadband, telecommunications, and technology markets

- Excellent verbal and written communication skills.

- Ability to multi-task, prioritize, and manage time effectively. Completing tasks on time.

What We Offer:

- Competitive hourly pay and benefits package.

- Overtime eligible when company need permits.

- Opportunities for professional development and career growth.

- A dynamic and supportive work environment.

Benefits:

- 401k

- 401k Matching

- Medical Insurance

- Dental Insurance

- Vision Insurance

- Paid Sick Time

- Paid Time Off

Blue Mountain Networks LLC is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.